Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Support Engineer role.
Rezi rewrites your resume against vivi.io's job description. Free.
Tailor your resume to this Support Engineer role.
Rezi rewrites your resume against vivi.io's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Support Engineer posting at vivi.io — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Support Engineer posting at vivi.io — free, in seconds.
About the Role
The Support Engineer is responsible for Vivi’s IT Operations and Product Support in the US & EMEA region, focusing on delivering technical support for the Vivi product to customers. This role also serves as the main point of contact for internal day-to-day IT activities and collaborates with a global technical team, contributing to the growth of the Support function.
Responsibilities
- Collaborate with fellow Support Engineers and the Support Team Leader, sharing knowledge and best practice.
- Escalate complex or unresolved issues to the Support Team Leader and Engineering, following correct escalation procedures.
- Provide technical support to all Vivi stakeholders, managing and resolving incoming requests and incidents in Jira Service Desk within SLAs.
- Become an SME on the Vivi product for the US region.
- Understand network concepts & terminology and be able to diagnose and troubleshoot issues on customer networks.
- Provide superior support of the Vivi application across Mac, Windows & Android as well as supporting Vivi’s hardware.
- Manage user access and account provisioning for various SaaS applications.
- Support and troubleshoot desktop/hardware/mobile issues across Mac and Windows platforms.
- Contribute to implementing modern technologies/tools/processes to improve efficiency and workflows globally.
- Contribute to planning/brainstorming new features or iterations of the IT support/service desk.
- Support onboarding and offboarding of Vivi employees.
- Assist with end user training and enabling stakeholders to self-serve.
- Create documentation for internal and external stakeholders.
- Deliver on BAU and prioritised project initiatives in line with the Vivi’s OKR’s and the Support Teams initiatives and business priorities.
- Test & replicate customer reported faults across different platforms and providing solutions or workarounds.
- Provide internal technical support, system configuration, incident management and training across a range of SaaS and cloud platforms.
- Provide training to customers and staff around features or issues with the Vivi product.
- Provide systems training and support for Vivi staff for internally used SaaS applications.
- Install, configure, and maintain Vivi’s Windows and Mac fleet with software and hardware solutions.
Requirements
- Minimum of 3+ years’ experience in a technical support role with a good understanding of networking technologies.
- Demonstrate a high level of attention to detail in all areas of IT support.
- Ability to work autonomously to prioritise, multi-task and work in a fast-moving environment.
- Well-developed interpersonal and communication skills with strong customer service focus.
- Strong problem analysis and problem-solving skills.
- Strong understanding and experience supporting Apple, Windows & Android environments.
- Broad understanding of common desktop applications, systems administration and cloud technology.
Skills
- O365 & Azure AD
- Atlassian Suite (Jira Service Desk and Confluence)
- Diagnosing & troubleshooting networking issues across ethernet and Wi-Fi
- ITIL
- CCNA
- AWS
- CompTIA
- SaaS
- EdTech
- Agile ways of working
- Cyber Security and best practices
- AWS
- Scripting, automation & PowerShell
- Vendor Management
- Asset management
- MDM experience (Intune/Autopilot and JAMF)
Location
- US
- EMEA
Work Type
- Full-time
Experience Level
- 3+ years
About the Company
- Vivi is the campus operating system that unifies every display and device across schools.
- Trusted by thousands of schools worldwide, Vivi helps schools improve teaching, strengthen communication, and enhance campus safety through a single, easy-to-manage platform.
- From wireless screen sharing and digital signage to emergency alerts, live captions, and campus-wide communications, Vivi helps schools get more value from the technology they already own.
- Our platform empowers educators to create engaging learning experiences while giving school leaders the tools they need to communicate quickly, respond confidently, and operate more efficiently.
- At Vivi, we're passionate about helping schools solve real-world challenges with simple, reliable technology.
- We're a global team that values collaboration, curiosity, accountability, and a commitment to making a meaningful impact for educators and students every day.